Karthik Allam
Cambridge
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
6
6
years of professional experience
Work History
Technical Support Specialist
Chatr Mobile
12.2022 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues, including connectivity problems, slow speeds, or complete outages, effectively restoring service functionality promptly.
- Documented support interactions for future reference.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Provided high-level technical support by resolving inquiries by phone, e-mail, and web, consistent with department and team service levels and goals.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Diagnosed connectivity issues (modem/router, Wi-Fi, DNS) using remote diagnostic tools.
- Guided customers through firmware updates, device resets, and service optimizations.
- Achieved 92% first-call resolution rate and maintained a CSAT score above 95%.
- Escalated complex issues to NOC or field technicians when necessary.
System Administrator
Airtel
03.2019 - 10.2022
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- installing, configuring, and maintaining servers, network equipment, and storage systems to ensure high availability and performance
- Managing and maintaining systems security, including firewalls, access control, and security protocols, to ensure the confidentiality and protection of sensitive data
- Monitoring systems performance and capacity, and making recommendations for upgrades and improvements
- Responding to technical support requests and resolving technical issues, including troubleshooting hardware and software problems
- Performing regular backups and disaster recovery operations, ensuring the availability and integrity of data
- Managing user accounts and permissions, and maintaining accurate documentation of system configurations and changes
Skills
- Networking Tools: Wireshark, PingPlotter
- Operating Systems: Windows 10/11, macOS, Linux
- Mobile OS: iOS, Android
- Tools: Salesforce, Remedy, ServiceNow, CableCARE, Cisco AnyConnect
- Microsoft Office Suite, Google Workspace
Timeline
Technical Support Specialist
Chatr Mobile
12.2022 - Current
System Administrator
Airtel
03.2019 - 10.2022
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